Client Relationship Executive - New England Territory
- Wellesley, MA
- $78,100-117,200 per year
- Permanent
- Full-time
- Establishes and maintains excellent working relationships with brokers and plan sponsors for their life, dental, disability and other voluntary or group benefit plans and program by providing end to end business solutions, education and service
- Collaborates with SLF personnel, including sales, support, service, and management resources, in order to meet customer’s expectations. Proactively provide value-added solutions while meeting growth and persistency objectives and managing customer’s expectations
- Meets assigned targets for growth (including cross-sell) and persistency. Establish and take ownership of a business plan to focus on block management, growth and development.
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Uses customer needs to propose innovative solutions to address unique needs.
- Develops and maintains excellent working relationships with internal service departments to oversee resolution of issues, identification of root cause and participation in creation of solutions
- Participates in Finalist presentations, representing the Sun Life account management and service value story in a consistent and confident manner
- Partners and collaborates with territory EBR to ensure a mutual understanding of territory goals and objectives. Consistently communicates with EBR partner on execution plan to meet the territory goals and objectives.
- Partner with Implementation Consultant to ensure a seamless implementation in which all questions and concerns can be addressed proactively on the front end
- Lead installation calls/visits at the completion of implementation so that plan sponsors have a full understanding of how to administer their benefits; Drives a great first impression of Sun Life
- Partners with the Enrollment team to strategize on enrollment and re-enrollment needs and opportunities for customers. Builds communication plans to incorporate the broker in the enrollment process.
- Conducts consistent, proactive education/outreach communication with brokers/customers in the form of: in person meetings, scheduled call-outs, email, conference calls, webinars, etc. Creates value in content and delivery to the external market.
- Trains BAs on SLF administrative processes and industry related updates that impact their benefit administration practices.
- Conducts regular case reviews with internal departments as well as with the customer, reviewing claims experience and administrative processes in order to minimize areas of error, and maximize understanding by the customer.
- Responsible for the renewal process for assigned block of business: reviews all experience information and other relevant customer information (rate actions and service history) to prepare comprehensive renewal recommendations and offers insights to cross sell opportunities. Partners with the EBR to establish a renewal action regarding communication to the broker and customer.
- Acts as the liaison for agency partners and internal team; display active listening skills and bridge relationships between Policyholders and Home Office partners to lead the team to find creative solutions in selling, problem solving and team building
- Uses Salesforce to manage business, and ensure all relevant customer and broker activities are documented. Creates and maintains data within Salesforce to effectively manage new business as well as inforce customers.
- Utilizes/updates administrative systems/platforms when applicable
- Adhere to all corporate policies including those related to travel and entertainment expenses
- Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrate the ability to be fair and consistent in all professional dealings. Regularly acknowledge each team member’s contributions and successes to the team.
- Takes ownership of action and thought. Understands value in partnership and displays a strong understanding of the culture of Sun Life, of the market, their customers and brokers
- Relationship management skills; demonstrated ability to build and foster productive and healthy relationships with sales and home office partners
- Addresses conflict by working with others to resolve differences in a professional and productive manner
- Partner closely with field sales partners, client advocate partners and home office staff. Foster strong relationships based on trust, open and honest dialogue
- Maintain and represent the integrity of our organization while balancing the needs of the client
- Demonstrates Personal Value/Personal Value Statement
- Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and customer needs
- Ability to communicate to customers how to most effectively work with Sun Life to foster more BA self service capabilities.
- Business planning; establish a proactive contact strategy
- Effectively develop and deliver a written and elevator pitch: Company, Product and Self
- Positioning statements for ensuring future growth opportunities
- Travel Required: 30% to 40% of time depending on the territory
- Ability to work with a diverse group of people
- 4-5 years industry experience; Employee Benefit industry and/or knowledge of Group Benefit design
- Must hold current insurance license or have ability to obtain immediately
- Basic understanding of competitor products
- Strong presentation, interpersonal and communication skills
- Strong negotiation and influencing skills
- Effective listening skills; note taking, recording data; active listening skills
- Proven consultation and client management relationship skills
- Demonstrates resilience by reacting positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
- Customer focused; able to develop and drive a client relationship management strategy independently; demonstrates drive for results
- Adept at project management and multi-tasking
- Superior Collaboration Skills
- Results oriented/goal driven
- Self-starter; able to work successfully both independently and interdependently within a team environment and within a mobile environment
- Strong analytical, mathematical and problem solving skills;
- Solid understanding of product pricing, profitability and risk/underwriting rules/guidelines; renewal positioning